British Airways also says its customer care policies are applied within the company and staff are taught to regard each other as customers requiring the highest standards of service. Customer care is obviously here to stay and it would be a foolish company that used slogans such as “we do as we please”．On the other hand，the more customers are promised，the greater the risk of disappointment. 阅读写作(二十三) │ 重视推理判断 1．The writer mentions “phone rage” (Paragraph 3)to show that ________.

　　A．customers often use phones to express their anger

　　B．people still prefer to buy goods online

　　C．customer care becomes more demanding

　　D．customers rely on their phones to obtain services 阅读写作(二十三) │ 重视推理判断 2．If a manager should show his empathy (Paragraph 6)，what would he probably say?

　　A．“I know how upset you must be.”

　　B．“I appreciate your understanding.”

　　C．“I'm sorry for the delay.”

　　D．“I know it's our fault.” 阅读写作(二十三) │ 重视推理判断 3．Customer delight is important for airlines because ________.

　　A．their telephone style remains unchanged

　　B．they are more likely to meet with complaints

　　C．the services cost them a lot of money

　　D．the policies can be applied to their staff 阅读写作(二十三) │ 重视推理判断 4．Which of the following is conveyed in this article?

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